Team Lead - Manager Duty

Job Summary

Cloudbound LLC Full-Time, Onsite

JOB SUMMARY:

The Team Lead role is a critical early-leadership position designed to develop the next generation of Operations Managers. This role provides high-potential employees with comprehensive leadership experience, rotational exposure to core operational areas, and direct responsibility for driving team performance, guest satisfaction, and park excellence. Team Leads rotate, and become experts in, three core operational focuses – Parties & Programs, Inventory & Facilities, and Guest and Employee Experience – ensuring they become well-rounded leaders capable of managing all aspects of park operations.

They serve as culture carriers, role models, and decision-makers, stepping in as Manager on Duty (MOD) when senior leadership is not present.

• Leadership & Operations:
  Act as Manager on Duty (MOD) when GM/OM are not present, ensuring operational excellence, safety compliance, and team accountability. Provide proactive, on-the-floor leadership by coaching, supporting, and delegating to Team Members across all departments. Step into any operational area as needed (Programs, Café, Front Desk, Events, etc.) to maintain seamless guest experiences and operational flow. Deliver timely communication of guest issues, operational challenges, or safety concerns to the Management Team.
• Guest Experience & Sales:
  Drive membership and program sales by engaging guests, identifying opportunities, and promoting park offerings. Create memorable guest interactions by modeling service excellence and mentoring Team Members in customer engagement.
• Safety & Compliance:
  Enforce all safety policies and complete incident reports when necessary. Ensure all opening, closing, and shift procedures are executed with consistency and accuracy. Maintain cleanliness and operational readiness of the park throughout the shift.
• Rotational Leadership Development:
  • Guest & Employee Experience Lead:
    Drive membership conversions through trust-based conversations, clear communication, and relationship-focused engagement. Lead Front Desk flow and overall experience with a calm, warm, parent-first approach aligned with Cloudbound standards. Coach and support team members in real time on guest interactions, service recovery, and consistent execution of Cloudbound expectations.
  • Parties & Programs Lead:
    Oversee the execution of birthday parties, Milestone Celebrations, Cloudbound Moments, and Mini Moments, ensuring experiences are organized, welcoming, and memorable for families. Manage floor flow, timing, and staffing support during parties and programs to maintain calm, structured, and high-quality experiences. Ensure consistency and quality from guest arrival through departure, addressing needs proactively and supporting the team through execution.
  • Inventory & Facilities Lead:
    Own inventory management across café, parties, programs, and operational supplies, ensuring accuracy, organization, and timely replenishment. Ensure all health, safety, and cleanliness standards are consistently met in accordance with inspection and operational guidelines. Oversee daily facility readiness, including playspace, café, storage, and non-guest-facing areas, maintaining a clean, safe, and well-kept environment. Support facility upkeep and improvement efforts to ensure the space reflects Cloudbound’s elevated brand standards at all times.
• Part-time Flex Lead (not available at all park locations):
  Available primarily on weekends to help drive service and engagement. Rotates as needed to cover breaks and time off for other Leads.

Must be 18 years of age or older. Minimum of 2 years of progressive experience in operations or guest-facing roles, ideally in a fast-paced environment, with prior supervisory or leadership experience. Background in retail sales, food & beverage, amusement/entertainment, or recreation strongly preferred. Basic proficiency with technology, including point-of-sale (POS) systems and tools like Microsoft Office Suite and Teams; comfortable learning new platforms as needed.

Availability to work evenings, weekends, and holidays when the park (and the magic) is most…